1. CURRICULUM VITAE
RUTH MUMO KYENGO
P.O Box 30630-00200, Nairobi – Kenya
Tel (Mobile): +254 722692632
Email: rkyengo@safaricom.co.ke
DOB: 4th April 1979 Nationality: Kenyan Gender: Female ID No. 21920863
INTRODUCTION:
A customer care executive with over ten years’ experience in customer service
demanding integrity, open mindedness and quick thinking. Organized and dedicated with
ability to multitask under pressure and meet deadlines.
Possesses excellent analytical and interpersonal skills, thrives well when working in a
challenging environment without inhibitions to work long and odd hours
AREAS OF STRENGTH AND EXPERIENCE:
 Provide a premium service to high value customers - i.e. Corporate customers
 Willing to maintain and update own knowledge of on customer service.
 Ensure First Contact Resolution where possible, and escalate and follow up issues
to resolution when applicable..
 Maintain high customer satisfaction for all the corporate accounts handled while
reducing churn.
 Making decisions on all queries after verifying all the relevant details. Issues that
cannot be solved online are escalated to the team manager, support center, NMC,
Corporate account Manager and credit control, BILLING TEAM.
 Assess the quality of service delivery across all customer contact points within
customer care support call Center team manager in the gap identification and make
recommendations to improve Customer experience.
 Able to direct and oversee the work of others.
 Touching lives e.g. educating secondary level the unprivileged best performing
girls in my community.
 Event’s organizer.
PROFESSIONAL DEVELOPMENT:
B.Sc. degree in International Business Administration
USIU-A University-2005
MAJOR:Marketing
Minor:
Accounting and Finance,
Strategic Management.

2. Kenya Certificate ofSecondary Education: (Mulango Girls –Kitui)
Awards and recognition
 Dean’s List of Academic Excellence, USIU –A
 OTHER TRAININGS
 Computer skills
 Knowledge of Electronic Resource plan
 Able to use internet,Excel,powerpoint
 Hold a valid driving license since 2004
 Languages English, Swahili , basic French
 Community Service Took 60 hours of Community service at the Rehema
Children’s Home for the orphaned and HIV positive children in Roasters, Nairobi.
 INTERESTS AND ACTIVITIES
Travelling, Listening to gospel music, Cooking.
EXPERIENCE:
 Customer Care Representative
 SAFARICOM KENYA LTD
 Role Purpose
 To build and maintain a strong customer relationship with an identified premium
market via telephone and site visits as per set Customer Management standards.
Responsible for responding to customer’s queries and providing information to
customers/subscriber on all issues through the allocated corporate line.

 Provide a premium service to high value customers - i.e. corporate customers.
 Ensure First Contact Resolution where possible, and escalate and follow up issues
to resolution when applicable..
 Maintain high customer satisfaction for all the corporate accounts handled while
reducing churn.
Making decisions on all queries after verifying all the relevant details. Issues that
cannot be solved online are escalated to the team manager, support center, NMC,
Corporate account Manager and credit control, BILLING TEAM.

3. Customer Care Executive
ZAIN KENYA-AIRTEL Kenya
Duties
 To receive customer queries, complaints and/or requests online and forwarding
cases to respective units where resolution could not be provided online.
 Develop customer relationships
 To handle all customer care interactions by providing consistent standards of
service to Zain customers, ensuring customer satisfaction.
 To respond to all customers’ contacts by identifying and meeting customer needs,
managing calls efficiently, recording and resolving queries, in accordance with pre-
defined standards and measures, working within a team that is focused on providing
quality.
 To provide information and/or educate customers.
Achievements
Achieved 98% customer satisfaction which was measured through Electronic Resource
plan
Achieved 99% customer retention which was measured through Electronic Resource Plan
Was given the responsibility to work as a team leader in absence of my supervisor.
 Sales-Administrator
 MULTI-OPTIONS
 Duties
 Doing quotations for all the enquiries and invoicing
 Making reports on the sales progress and analyzing sales for Multi Options
 Achievements
 Was able to strike good relationship with the sales team. By encouraging them to
work as a team which boosted sales

 Marketing Services Assistant
 Internship
 Kenya Wildlife Service

4.  Duties
 Organizing materials for exhibition
 Providing information and making reservation for clients
 Compiling and analyzing visitor statistics
 Preparing PowerPoint presentations
Librarian
Work-Study student
DUTIES
 Reference and information services
 Receiving, stamping and indexing library materials
 Orientation of new students
1999 Bureau Statistics Kenya and Population Census
Position: Enumerator
 Taking population Census
 Sensitizing the community of the importance of population census
 Taking statistics of biographic data of the community

SUPPORTING STATEMENT:
With good command in written and spoken English and Swahili, I possess excellent
communication and interpersonal skills hence the ability to maintain good working
relations in a diverse workforce. I am detailed oriented, resilient, a team player and can
work under pressure with minimal supervision.
REFEREES:
Dr. Peter Lewa Rodney Mwinzi Wilson Ndiwa
Strategic management consultant Analyst-project Management office Team Leader
P. O box 146354-0800 P. O Box 66827 P. O Box 66827
Nairobi –Kenya Nairobi –Kenya Nairobi -Kenya
Mobile number: 0722867213 Mobile: 0721256744 mobile:0722325210